Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya

Abstract

Despite the availability of some electronic banking (e-banking) services in Libya, these services are still facing difficulties in many ways, they have advantages and disadvantages, and so far, they have not been understood by some customers to get their satisfaction.  This research aims to know the extent of customer satisfaction (CS) with e-banking services in Libya through ISO 9126 standards.  The research population consisted of all customers of (Al-Wahda) and (Commerce & Development (C&D)) bank in Benghazi city, a random sample of 180 and 207 clients were selected respectively. Research hypotheses have been tested, and we noticed a relationship between the existence of a strong significant correlation between the quality services of e-banking according to quality standards ISO 9126 software and CS among the banks under study. The value of this research comes from the new scientific results to study the impact of the quality of e-banking services on CS in Libyan banks, and its originality lies because of the lack of this research applied to Libyan banks in general and Benghazi city in particular.